IGOE ADMINISTRATIVE SERVICES (4)

Home Browse Search

Services & Fees Overview for City of Santa Ana Service Expectations At Igoe, our commitment is that we will deliver and deliver reliably. If we fail to do so, you not only receive our dedicated assistance to make it right, you don't pay for the services that were not rendered. Period. Below we have listed the value standards you can expect as a partner. However, our drive to maintain our reputation for excellence will continually push us to over -perform. In cases where volume spikes well beyond average or technology is disrupted beyond our control, we have business continuity plans that will go immediately into effect so that benefit delivery is not notably interrupted. In the rare event that these circumstances force us to delay any of the below deliverables, we will notify you and will do all we can to return to these standards within a matter of days. • Client Relations Manager — Igoe provides a dedicated point of contact that oversees the client relationship. This contact is a highly trained individual who has consistently demonstrated aptitude in their field as well as maintaining adequate internal training certifications. The Client Relations Manager is responsible to be as accessible as possible to a client. That means, they are required to provide a response to any partner inquiries no later than 1 business day after the inquiry is received. Client Relations Managers are supported by an internally dedicated team that is there to ensure assistance is available when the Client Relations Manager is out of the office for any extended period of time. • Executive Sponsors —All partners are also provided with executive level support with the decision makers of our company. Contact information for the executive support members is listed on our client contact sheets. Our expectation is that the executive member be available to assist with complicated issues and to oversee resolution should an issue arise that compromises our client's faith in our partnership. Executive members adhere to the same response timeline as Client Relations Managers. • Participant Support — Our Participant Services team is located in our corporate office allowing our team members to work directly with Client Relations Managers and Executive Sponsors if the team notices a trend in a specific participant support need or is working with an individual experiencing a sensitive issue. o Ernail — emails are generally responded to within the day received as long as we get them prior to 3pm PT. However, our commitment is that no inquiry will go more than 2 business days without response. o Phone — calls are answered in the order in which they are received. Our commitment is that our live call handling rate cannot dip below 90% as an average. If a caller leaves a message, our �/GOE Document Generated on June 5, 2023 for City of Santa Ana Internal Use Only: PEPM17 Page 5